Location : Fontana, CA
POSITION PURPOSE
The responsibility of the IT Service & Support Manager is to lead the delivery of IT Services from 3rd Party Service Provider(s) providing services and supporting Infrastructure, Servers, Network, and Devices. As well as leading a small Company on-site team to support both the office staff, conference rooms, and manufacturing shop floor at all Company locations. The IT Services & Support Manager’s role is highly visible as it is the face of IT Support for the Company.
PRIMARY RESPONSIBILITIES
- Responsible for keeping our systems highly available and monitored, supporting our business at all locations across all shifts
- Managing services & support activities to ensure requests are properly prioritized for timely resolution
- Provide top notch Customer IT Services to the Company
- Continuous Improvement focus, identifying root cause for permanent resolution of issue, band-aid solutions should only be used until the permanent solution is implemented
- Identify and eliminate repetitive issues in the environment
- Ensures effective utilization of on-site resources
- Manage vendors to provide long term solutions so daily operations are reliable and efficient
- Measure, track & report SLA’s & metrics to ensure quality delivery
- Work with team to improve ticketing system & process to improve response rate and to drive key data metrics to drive improvements
- Focus on Knowledge Repository for documenting problem resolution procedures that can be cross trained
- Coordinate quoting, ordering and installation of new hardware, devices, and software, managing vendors as needed and appropriate
- Assure the preservation of assets and data, by closely monitoring, IT reports, logs, to ensure proper management of backups, security, license tracking and compliance, device tracking, patching, capacity monitoring and end of life planning
- Keep the CIO informed of the status of all issues, installations or infrastructure projects, escalating as appropriate
- Make sure all changes to the Production Environment go through the Change Management Process and all new assets go through the Asset Management Process
- Establish a Calendar of Planned maintenance, upgrades and patching events and work toward planning at least a quarter in advance
- Lead and manage all infrastructure, network, device upgrade projects
- Always look for ways to save money or add value with the proper application of technology within the Company
- Identify inefficiencies and waste in support processes and propose improvements
- Maintains quality service by helping enforcing organization standards
- Allocate time and multi-task to manage multiple projects and priorities as required
- Other duties as assigned
EDUCATION AND QUALIFICATIONS
- 2 or 4 year technical degree
- Minimum 3.0 GPA (on a 4.0 scale), 3.5 is desired
- Previous experience leading an IT Support Services Team
- Demonstrated successful device, server, network, communications hands-on support
- Strong Leadership Skills
- Experience Managing 3rd Party Vendors
- Demonstrated Customer Service skills
- Strong communication skills, both written and verbal
- Strong analytic and data orientation, must be good with reports and excel allowing for the effective identification for continuous improvement from ticket information
- Ability to work effectively as an individual, in teams and directing work of employees and vendors with minimal direction
- Strong team player, with proven skills working effectively with people at all levels within an organization
